Learning module

Quality Assurance and Compliance in Service Coordination

3 contact hours

Quality assurance professionals are impartial evaluators who, according to HUD, "provide checks and balances to ensure that a consistent and competent service coordinator program is effectively implemented and sustained."

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Table of Contents

Module sequence

  1. What is Quality Assurance

    This lesson defines quality assurance as checking, monitoring, and evaluating whether service coordination standards are met. It discusses compliance, feedback, consistency, and differing property contexts.

  2. AASC Standards of Practice

    This section presents AASC standards of practice related to quality assurance and compliance. Learners will encounter the standards and a review of the material.

  3. When Does Quality Assurance Happen?

    This section explains how quality assurance begins when a service coordinator starts and continues regularly. It covers oversight activities, communication, documentation, and program boundaries.

  4. Where Is Quality Assurance Done?

    This lesson describes quality assurance conducted on-site, off-site, by phone, or online. It discusses property-based training and regular face-to-face reviews.

  5. Who Should Do the Quality Assurance?

    This section discusses who may take part in quality assurance activities. Learners will encounter role considerations and a section review.

  6. Why Is Quality Assurance Valuable?

    This section explains quality assurance as a means of accountability and support for service coordination. It discusses resident information, appropriate practice, program monitoring, and documentation.

  7. How Is Quality Assurance Done?

    This lesson describes quality assurance through compliance checks, program monitoring, file reviews, resident interviews, and reports. It also addresses leadership guidance and protocol oversight.

  8. Essential Activities of Quality Assurance

    This section covers activities that make up quality assurance work. Learners will encounter key activities, examples, and a section review.

  9. AASC Recommendations

    This section introduces AASC recommendations for a quality assurance program. It identifies monitoring, training and technical assistance, goals and outcomes, social work practice, and reporting.

  10. AASC Recommendation: Monitoring

    This lesson presents AASC monitoring recommendations for quality assurance staff or advisors. It covers resident dependency, files, documentation, program data, compliance, and regulatory changes.

  11. AASC Recommendation: Goals/Outcome Development

    This section presents AASC guidance on developing goals and outcomes. Learners will encounter the recommendation, related examples, and a section review.

  12. AASC Recommendation: Training/Technical Assistance

    This section describes training and technical assistance activities a quality assurance supervisor or advisor may provide. It covers orientation, consultation, social work practice, HUD policies, and problem-solving support.

  13. AASC Recommendation: Social Work Practice Guide

    This lesson presents social-work practice guidance for service coordinators. It names problem-solving, interviewing, assessment, service management, elder abuse reporting, ethics, and sensitive issues.

  14. AASC Recommendation: Reporting

    This section presents AASC guidance on reporting. Learners will encounter reporting-related material and a section review.

  15. Standard Benchmarks

    This section explains how quality assurance uses benchmarks and tools to assess service coordinator work. It discusses regular schedules, site visits, communication, policies, and procedures.

  16. Service Coordinator Role within the On-site Team

    This lesson discusses the service coordinator's role within the on-site team and differing management contexts. It introduces roles, cohesive relationships, compliance guidelines, conduct, and conflict management.

  17. Definition of Roles: On-site Team

    This section defines roles for the on-site team. Learners will encounter role descriptions and a section review.

  18. Definition of Roles: Off-site Team

    This section defines roles for the off-site quality assurance team. It describes responsibilities for oversight, reporting, policy procedures, and coordination with housing management and service coordinators.

  19. Commitment to Build Relationships from the Beginning

    This lesson addresses building working relationships between service coordinators and project or property managers. It discusses orientation, dialogue, role understanding, and coordination between the two roles.

  20. A Step-by-Step Process for Creating a Cohesive On-Site Team

    This section presents a step-by-step process for creating a cohesive on-site team. Learners will encounter the process, supporting guidance, and a section review.

  21. A Step-by-step Process for Creating a Cohesive On-Site Team: Continued

    This section continues a process for building an on-site service coordination team. It covers reviewing property documents and using an onboarding checklist with a new service coordinator.

  22. Follow Compliance Guidelines

    This lesson presents compliance guidelines for confidentiality, file access, supervision, lease violations, and reasonable accommodations. It contrasts housing-management and service-coordinator roles and discusses collaborative intervention.

  23. Honor the Service Coordinator Code of Conduct

    This section addresses honoring the Service Coordinator Code of Conduct. Learners will encounter conduct-related guidance and a section review.

  24. Be Proactive, Not Reactive

    This section describes proactive practices for building successful service coordination programs. It focuses on communication, collaboration with management, documentation, and addressing resident issues as they arise.

  25. Reports and Compliance

    This lesson introduces reporting standards and HUD-related requirements for service coordination programs. It discusses record-keeping, confidentiality, and integrating documentation into daily work.

  26. Protecting the Rights of the Resident

    This section addresses protecting resident rights in service coordination. Learners will encounter rights-related guidance and a section review.

  27. Detailed Documentation Required

    This section describes documentation required for service coordination and resident files. It introduces intake forms and other records used to document resident information and assistance.

  28. Good Record Keeping

    This lesson discusses accurate, timely, relevant documentation and record-keeping systems for service coordinators. It includes ethics guidance on client records and describes required reports and compliance documentation.

  29. Quality Assurance Tools

    This section presents tools used for quality assurance. Learners will encounter tool-related material and a section review.

  30. What Does it All Mean?

    This section summarizes the service coordinator program and quality assurance in multifamily housing. It connects HUD guidance, reporting, oversight, documentation, and supportive services for residents.

  31. Post Test

    Complete the module post-test to check your understanding of the material. Use the results to identify topics you may want to review.